Unauthorized debit order refund - Still not resolved

My account was frozen for the Oct and Nov period at the gateway club (manager also confirmed that there would be no fee for this), next debit order is only supposed to happen on 01 Dec however they have processed an unauthorized debit order off my account for the November fee. I have spent two working weeks fighting for my money back and have spoken with two consultants (one of whom confirmed my full refund would be processed this past Monday but will not respond to my follow up emails). Note that I took a picture of the information inputted by virgin active on the day that they froze my account - sad to say that I was expecting this to happen. I am desperately trying to get hold of a manager that can resolve this once and for all. Also note that I have been a loyal client for the past 7 years and find that the treatment I have now received is totally unacceptable.